Analyst, Technology Support Center Practitioner

Nationwide is looking for a Technology Operations Analyst to join the Nationwide Technology Operations Enterprise Command Center (ECC).

• Training/onboarding will be 7:30 am ET - 4:00 pm ET (45min lunch) for first 6 to 8 weeks
• On shift hours will be Sunday, Monday, Tuesday 7:30 am ET to 8:00 pm ET, three days in a row (37.5 hours/week). Subject to change based on workload needs.

We’re looking for a technically adept, curious, action-oriented professional to join our team and help us understand, support, and improve complex application and infrastructure environments.

This role is a great fit for someone who can take our monitoring and observability signals and connect the dots across technology layers and determine what it means, what may be causing it, how to move toward resolution, and what the impact is to the business., As a Technology Support Center Practitioner, you’ll be responsible for 24/7 Internet Application & Distributed Server monitoring, support for Middleware, Windows, & Linux servers. You’ll have the opportunity to deploy code for application code moves and provide Level 1 Cloud Enablement support for the entire company., * Performs 24/7 Internet Application and Distributed Server platform monitoring.

• Provides level 1 & 2 Incident and Request support for the Web Middleware (WebSphere, IHS, Tomcat), MQ, Windows and Linux operating system infrastructures and level 1 support for Cloud enablement team (AWS & Azure) handling incidents.
• Supports all incidents, requests, and validation activities for monthly Application Release, Infrastructure Release and Disaster Recovery activities.
• Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.
• Performs production code deployments for application code moves.
• Provides service monitoring support for all Windows servers - SCOM monitoring tool.
• Performs independently basic and complex day-to-day tasks (Incidents, Requests, Tasks, Changes).
• Participates in onboarding training of newer associates in all necessary IT Service Management processes and procedures.
• Proposes procedural documentation updates as identified and communicates to Team Leads for approval.
• Consults with business partners as an escalation point to resolve complex system issues.
• Completes in-depth analysis into the team’s work (Incidents, Requests, Tasks, Changes) to identify trends, complete problem analysis, with the focus on improvements in people (training, skills uplift), process (IT Service Management process enhancement opportunities), or technology (problematic software systems and/or hardware devices that would require fixes or replacement).
• Performs procedural documentation analysis, updates as necessary, and communicates procedural changes to the team.

May perform other responsibilities as assigned.

Reporting Relationships: Reports to Manager, Technology Services Leader., Job Conditions: Fast-paced, complex technical environment. Constant interaction with IT business partners and tools (ServiceNow, MS Teams, vSphere, etc.), We value the partnerships we have built with our preferred vendors. Nationwide does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any Nationwide employee or hiring manager in any form without a signed Nationwide Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.

The ideal candidate brings experience with a range of technologies. Examples of relevant experience may include:

• Linux and Windows environment
• Middleware and application platforms
• AWS and Azure cloud environments
• APIs and connected service environments
• Monitoring and observability tools and practices

We’re especially interested in someone who brings strong critical-thinking and problem-solving skills. You should be comfortable investigating unfamiliar situations, asking the right questions, testing reasonable approaches, and taking thoughtful action when the answer is not already documented.

Success in this role requires adaptability, initiative, and sound judgment. You’ll need to balance established processes with the ability to respond effectively when situations do not fit a standard playbook. The strongest candidates will be able to work through ambiguity, collaborate across technical teams, and translate complex technical findings into clear business impact and next steps.

If you enjoy solving problems beyond the surface level, learning how systems work together, and making a meaningful difference in the reliability and performance of technology services, we’d like to hear from you., * Proven experience with infrastructure and data center environments, as well as alert and event monitoring practices

• Thorough understanding of IT Infrastructure Library (ITIL) best practices
• Proven experience in a customer service role

Education: Undergraduate studies in computer science, management information systems or a related field is preferred.

License/Certification/Designation: Technology certifications or designation are not required, but strongly encouraged (i.e.: AWS, ITILv4).

Experience: Two years or more application/Infrastructure support experience.

Knowledge, Abilities and Skills: Ideal candidate will have the following skills:

• Cloud infrastructure knowledge (i.e., Amazon Web Service, Microsoft Azure)
• Fluency in Windows Server Operating Systems
• Performs both basic and complex middleware commands
• Reviewing logs and other tools to aid in troubleshooting
• Fluency in Linux Server Operating Systems
• Solid communication and collaboration skills.
• ServiceNow experience a plus

Other criteria, including leadership skills, competencies and experiences may take precedence.

Staffing exceptions to the above must be approved by the hiring manager’s leader and HR Business Partner.

• Training/onboarding will be 7:30 am - 4 pm (45min lunch) for first 6 to 8 weeks
• On shift hours will be either 7:30 am to 8:00 pm or 7:30pm to 8:00 am, three days in a row (37.5 hours/week)

Overtime Eligibility: Eligible (Non-Exempt)

Working Conditions: Hybrid work environment. Non-standard or extended work may be required based on project needs., We have an array of benefits to fit your needs, including: medical/dental/vision, life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of Unity Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more. To learn more about the benefits we offer, click here.

Nationwide is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. Nationwide prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.

This position could be filled within any of the lower 48 U.S. states.

Smoke-Free Iowa Statement: Nationwide Mutual Insurance Company, its affiliates and subsidiaries comply with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations. For more information on the Iowa Smokefree Air Act, individuals may contact the Smokefree Air Act Helpline at .

For NY residents please review the following state law information: Notice of Employee Rights, Protections, and Obligations LS740 (ny.gov) _1.pdf, Nationwide pays on a geographic-specific salary structure and placement within the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range. Note on Compensation for Part-Time Roles: Please be aware that the salary ranges listed below reflect full-time compensation. Actual compensation may be prorated based on the number of hours worked relative to a full-time schedule.

The national salary range for Sr Analyst, Technology Support Center Practitioner : $69,500.00-$129,000.00

The expected starting salary range for Sr Analyst, Technology Support Center Practitioner : $69,500.00 - $103,500.00

If you’re passionate about being part of a dynamic organization that enables a Fortune 100 company with nearly $70 billion in annual sales to drive innovation and adopt new technologies that deliver business results, then Nationwide’s Technology team could be the place for you! At Nationwide , “on your side” goes beyond just words. Our customers are at the center of everything we do and we’re looking for associates who are passionate about delivering extraordinary care., If you’re enthusiastic about delivering secure technology solutions to support a company providing extraordinary care to its customers, then Nationwide Technology is the place for you. Nationwide’s industry-leading technology workforce embraces an agile work environment and a collaborative culture to deliver outstanding solutions and results. If that sounds like something you aspire to, we want to hear from you!